ITSM Program Manager
ITSM Program Manager
Posted on :
15-03-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
15-03-2025
Job Description
Who we are:
Makpar is a team of innovators and consultants deploying cutting edge technologies for the federal government. We help our clients achieve their business and operational goals by solving complex problems through experience and intellect and build sustainable solutions that last. If you are driven and looking to tackle complex and critical client challenges Makpar can provide a dynamic mission focused and rewarding environment for your professional growth.
Our service offerings include Cybersecurity Cloud Migration IT Project Management Agile Transformation DevSecOps Identity Credential and Access Management (ICAM) and Health IT. We are proud to be a Great Place to Work certified four years in a row. Recent awards include Fortune Top 100 Small Place to Work Inc 5000 and Inc Best in Business. In 2019 we were awarded the SBA Subcontractor of the Year Award (Region 3 for our program management and Agile development work at the IRS.
Job Summary
The Enterprise Service Desk/ITSM Program Manager oversees all aspects of service desk operations supporting federal agency contracts. This includes ensuring efficient and effective service delivery maintaining compliance with federal standards and driving continuous improvement. The role involves strategic planning stakeholder management and leading a team of project managers and technical professionals to deliver enterpriselevel IT services. This role involves managing a team of IT professionals optimizing service delivery processes and ensuring compliance with federal IT standards and frameworks. The ideal candidate demonstrates a blend of technical expertise leadership skills and a deep understanding of federal IT requirements.
The ideal candidate is a seasoned leader with a deep understanding of federal IT environments exceptional communication skills and proven expertise in managing large complex programs.
Role Specific Duties:
- Oversee the of program delivery and operations of enterprise operations for federal ITSM contracts.
- Develop program strategies and goals to meet or exceed servicelevel agreements (SLAs) and performance objectives.
- Oversee the integration of ITIL best practices ensuring standardized processes across all service desk operations.
- Provide oversight and direction across multiple portfolios
- Lead mentor and supervise service delivery teams to ensure optimal performance and professional growth.
- Establish clear roles responsibilities and accountability within the program team.
- Foster a culture of collaboration innovation and customercentric service delivery.
- Reports to Makpar Director of Delivery (MakNuax JV Portfolio)
- Serve as the primary POC for Makpar and selected federal clients ensuring clear communication and stakeholder alignment.
- Serve as liaison between internal project teams and partners as required to support delivery operations on ITSM contracts
- Build and maintain strong client relationships to support program success and future opportunities.
- Conduct regular meetings with clients and stakeholders to provide updates resolve issues and discuss program improvements.
- Develop and implement program policies procedures and performance metrics to ensure service quality and efficiency.
- Monitor key performance indicators (KPIs) and ensure timely reporting to clients and stakeholders.
- Identify manage and mitigate risks to ensure successful program .
- Ensure compliance with federal IT and security standards including FISMA NIST ISO CMMI and agencyspecific policies.
- Maintain detailed documentation and reports to meet federal auditing and compliance requirements as well as internal program quality controls.
- Drive continuous improvement initiatives to enhance compliance and operational efficiency.
- Promote the adoption of innovative technologies to improve service desk capabilities and reduce operational costs.
- Stay abreast of emerging trends in ITSM and federal IT regulations to guide program enhancements.
Team Management:
Stakeholder and Client Engagement:
Compliance and Governance:
Technology and Innovation:
Required Qualifications:
- Bachelors degree in Information Technology Business Administration or related field
- 8 years of experience managing largescale IT programs including 5 years in federal contracting environments experience on enterprise service desks.
- Demonstrated success in managing multimilliondollar contracts and meeting/exceeding SLA commitments.
- ITIL Expert or Managing Professional certification
Preferred Qualifications:
- Demonstrated ability to grow program contracts and identify new opportunities
- Skill in managing multiple task orders/contracts simultaneously while leveraging partner resources such as those in a joint venture or with specialized subcontractors
- PMP or PgMP certification
- Masters degree in business or related field
Benefits:
At Makpar Corporation we understand that we all need to balance work and life that is why we have a great benefits package excellent training and career development opportunities flexible work schedules along with a generous compensation package. At Makpar we believe in keeping our employees happy healthy and engaged. We pride ourselves in providing outstanding benefits creating environments where employees are encouraged to be themselves collaborate and be inquisitive in order to achieve goals.
Start your career today and be a part of something meaningful!
Makpar is an Equal Opportunity Employer.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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